Jackson Hewitt Customer Service

It is possible to talk to Jackson Hewitt about a tax issue with a return, but it takes almost 20 minutes to get through all of the directories and then the hold system to get to someone. I called mid-morning on a weekday to talk to someone about my tax return because I received information about an injured spouse form and was unsure what to do with it. I filed an injured spouse form since my husband has a tax balance on a payment plan from before our marriage. 

I knew this might complicate my return, so I bought the tax assurance program with my taxes and now wanted to use that to talk to a tax professional about what to do next. As mentioned, I did get to talk to someone, but first, I had to wade through the complicated directory tree. 

When you call, you are thanked for calling Jackson-Hewitt and told to stay on the line if you want to continue the call in English. Then, a recorded message asks if you have a balance due to the IRS, are being audited, or received a notice in the mail. If yes to any of those questions, you are asked to press 9. If not, stay on the line for all other options. I didn't think my situation fit into that bracket, so I stayed on the line. 

It took a minute, and then the voice said that their online tax filing system was unavailable but that callers who wanted assistance filing taxes in a local office could schedule an appointment online or press 0. There was another pause, and I finally got the first directory tree, which told me to find an office preparer near me or schedule an appointment, press 1. For questions about refund advances, press 2. To check the status of a state or federal tax return, press 3. For a copy of the previous year's return, press 4. For help with an online account, press 5. For questions about JH tax resolution services, press 6. For questions about attending JH tax school, press 7. Finally, it said to be transferred to the next available national care representative, press 0, which I did since, once again, those options didn't fit my needs. 

Then I reached another director tree and a recorded message that told me I could go online and utilize their live chat for faster service. The next set of options stated that for an appointment, press 1, for information about the status of a return press 2, for a copy of a previous tax return press 3, and for all other inquiries press 4. 

I pressed 4 and then had to listen to a recording about how Jackson Hewitt cannot check your tax status and that all callers should use the IRS website for that. Then finally the hold music started. There was a 10-15 minute wait, but I used their callback service and received a callback from a helpful agent at about that timespan. The agent didn't take long to transfer me to the right person, but getting to the callback point would have been helpful.